Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry

Article

Chepkwony, Joel, Korir, Michael Kirwa, Lagat, Charles, Mumbo, Hazel Miseda and Odera, Odhiambo. 2012. "Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry." European Journal of Business and Social Sciences. 1 (7), pp. 87-96.
Article Title

Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry

Article CategoryArticle
AuthorsChepkwony, Joel, Korir, Michael Kirwa, Lagat, Charles, Mumbo, Hazel Miseda and Odera, Odhiambo
Journal TitleEuropean Journal of Business and Social Sciences
Journal Citation1 (7), pp. 87-96
Number of Pages10
Year2012
PublisherEuropean Society of Business and Social Sciences
Place of PublicationZurich, Switzerland
ISSN2235-767X
Web Address (URL)http://www.ejbss.com/Data/Sites/1/octoberissue/ejbss-12-1165-effectsofdistributivejustice.pdf
Abstract

Maintaining a loyal customer base has witnessed banks invest in various marketing strategies among them complaint resolution strategies so as to have an ever satisfied clientele. The purpose of this study is to establish the effect of customer complaint resolution strategies on customer satisfaction. The study utilizes an explanatory survey design and focuses on all the 20 banks based in Eldoret, Kenya as at June 2010. Additionally, 2300 customers are targeted for the study. A sample of 372 customers was selected using systematic sampling techniques. A self-administered questionnaire was used to
collect primary data and both descriptive and inferential statistics were used for data analysis. The study reveals two dimensions of complaint resolution strategies; Equity and Need and explained 57% of the total variance hence distributive justice theory on complaint resolution is valid in Kenya. Results of the Hypothesis testing indicated that distributive complaint resolution strategies are significant (p<0.05) and accounts for 17% of customer satisfaction. The study concludes that distributive complaints resolution strategies are an important feedback mechanism to establish customer satisfaction levels and banks are advised to invest in them.

Keywordsdistributive justice, complaints resolution, customersatisfaction, banks, Kenya
ANZSRC Field of Research 2020350204. Financial institutions (incl. banking)
350604. Marketing communications
350715. Quality management
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Byline AffiliationsMoi University, Kenya
Great Lakes University of Kisumu, Kenya
School of Accounting, Economics and Finance
Institution of OriginUniversity of Southern Queensland
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